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I had a significant win and as a VIP was allowed to withdraw $10k weekly, however after one week my account status was revoked without notice despite being informed the week prior that I would be able to continue to withdraw $10K weekly until my full balance was withdrawn as they were unable to accommodate my request for a one time exception for a full withdraw.

Furthermore, the number which I was provided for my previous host is no longer in service and I have been denied any request to communicate with my previous host (or any host)

Dear mp4ktc8kjp,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Unfortunately, all casinos have the full right to set rules for their reward or VIP programs, and usually, the player's activity is what influences their VIP status.

• Could you please clarify what's your current withdrawal limit per week?
• Which payment method do you use to withdraw your winnings?
• Did you save the message in which the casino confirmed that your withdrawal limit would remain the same?

Thank you in advance for your reply.

Best regards,

Kristina

My current withdrawal limit is still unknown as I was told by separate individuals that my limit is either $2500 weekly or $10000 weekly. I have saved both chats and emails with each explanation but am still unable to withdraw.

I used the methods requested by the casino to withdraw, however this morning I was informed that one of my withdrawals was reversed, which I had not requested

Thank you for your reply, mp4ktc8kjp. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear mp4ktc8kjp,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.